I’ve now had 4 responses to my help ticket that are the same copy pasted canned response that has nothing to do with my ticket. Only difference is they are all from different names. One was even in Chinese symbols. I’m just reopening the ticket every time they close it at this point with “Still waiting for someone to actually read the ticket instead of copy pasting the same canned message that has nothing to do with my ticket.”
The core purpose has probably devolved from helping customers to increasing internal metrics.
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What issue are you having? If you need help navigating the Ticket system, the Customer Support forum serves as an Information Desk. They can help you figure out if your issue is something GMs help with, if there is a self help tool, the best path to put a ticket in (if you need to), explain policies, explain services, etc. There is usually a Blizzard Blue around most days during their shift. Probably later today.
As for a foreign language, you should not get that if your language is set to English. They do have the EU GMs sometimes handle US tickets, and vice versa - but I have never heard of having the Asia team answer outside tickets.
Again, you can move this to the Customer Support forum and explain your actual issue you want help with. To do that,
- Click the Edit Pencil on your first post
- From the drop down menu select Customer Support instead of General Discussion
- Profit! (or at least be prepared for folks to try to help you sort out your issue and get a ticket in to the best path if needed).
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They don’t read your tickets unless you appeal over and over. It’s AI responses.
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This is wrong.
They do use some auto sorting based on keywords and do use some templates, but they do have real people working tickets, including appeals.
People may not like getting a template answer, but that saves a lot of time typing out custom replies, and ensures everyone gets the exact same answer.
As for the OP, they did not say they were trying to appeal.
I suspect Blizzard hired new employees who are told to decrease response time so the CSRs fly through tickets fast as they can. No one is actually checking their work, imo. Seems to me since the pandemic many companies fail to teach proper customer service etiquette or hold employees to a certain standard.
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Front end customer service is more about filtering the chaff than anything else these days. It’s just a hopeful attempt to solve most issues with a generic template and if that fails some of the complaints will just give up and keep playing as long as it’s not a game breaking problem.
Gotta keep drilling if you are convinced you have a real problem that they can do something about.
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Yes.
That’s because they are taught to serve the company by getting you to just shut up and go away.
I was appalled recently when I discover from a friend that their customer service reps no longer have any ability or authority to solve problems with anything more than public information and their main directive is to just make the customer feel heard so they don’t go ranting on social media.
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It is very clear that these real people are over worked or something. They seem to be just flying through closing tickets as fast as possible, with little regard. Extremely obvious that they are not taking the time to even read the ticket properly or actually try to help the player’s issue. I’ve gotten the most ridiculous responses.
Sometimes you do get a “good one” and they help you out. Sometimes.
I agree the current ticket system is… sub-optimal.
I think you nailed it. You just get canned response number #8 (which is a non-sequitor to your issue) and ticket closed.
Are they paid by how many tickets they can close per minute?